Assistant Operations Manager

Role overview

This position supports the day-to-day functioning of a call center in Riyadh, helping the operation run efficiently and deliver reliable customer service. The role focuses on performance monitoring, team support, issue resolution, reporting, and coordination across internal functions.

What you'll do

• Keep daily call center operations running smoothly and help maintain strong service efficiency.
• Track core performance measures such as SLA, CSAT, response time, and quality scores.
• Guide and support customer service teams so they can meet targets and uphold service standards.
• Take ownership of escalated matters and work toward quick resolution of complex customer concerns.
• Review call center information and customer feedback to spot patterns and suggest process improvements.
• Work with technical, operations, and support teams to close customer queries and tickets effectively.
• Build operational reports and share insights that help improve performance and decision-making.
• Make sure activities follow company policies, quality expectations, and customer service procedures.
• Assist with workforce planning, including shift scheduling, staffing support, and performance monitoring.
• Contribute to training, coaching, and development efforts for call center agents to improve team output.

Additional information

This is a full-time onsite role based in Riyadh, Saudi Arabia.